Strategic Director of Federal Customer Experience – Remote (Virginia) – Championing Subscription‑Based SaaS Success, Transformation, and Customer Journey Excellence at brighthush

About brighthush

brighthush is a trailblazing technology leader that empowers organizations across the federal spectrum to unlock the full potential of cloud‑native solutions. With a relentless focus on innovation, security, and customer success, brighthush has become the go‑to partner for agencies, contractors, and government entities seeking to modernize their IT infrastructure, streamline operations, and accelerate mission outcomes. Our culture is built on the principles of hunger for growth, humility in collaboration, honesty in communication, and a heart that beats for our customers and communities.

The Opportunity

As brighthush continues its strategic shift to a subscription‑based SaaS model, we are seeking an experienced, visionary leader to helm our Federal Customer Experience team. In this role you will shape the future of customer success for our federal portfolio, driving adoption, satisfaction, and expansion while ensuring that every interaction reflects brighthush’s commitment to excellence and innovation.

Why This Role Matters

• Directly influence the customer journey for high‑value federal accounts, ensuring that our solutions deliver measurable impact.
• Collaborate with cross‑functional leaders—sales, engineering, product, and operations—to translate customer insights into actionable roadmap priorities.
• Build and mentor a high‑performing team that embodies brighthush’s values of collaboration, technical depth, and customer obsession.
• Champion a culture of continuous improvement, data‑driven decision making, and proactive problem solving.
• Serve as the voice of the federal customer within brighthush, ensuring that our offerings evolve to meet the unique needs of government agencies.

Your Role

As Director of Customer Experience – Federal, you will lead a dynamic team of customer success professionals, ensuring that federal customers receive world‑class support, guidance, and value from brighthush’s portfolio. Your strategic vision, operational rigor, and hands‑on engagement will be the linchpin of our federal success story.

Key Responsibilities

• Team Leadership & Development: Recruit, coach, and retain top talent; design career paths; foster a culture of accountability, growth, and inclusion.
• Customer Adoption & Expansion: Drive adoption metrics, upsell opportunities, and renewal rates across the federal portfolio.
• Stakeholder Collaboration: Build strong relationships with sales leaders, product managers, engineering, and partner teams to align on customer priorities.
• Account Management: Assign team members to accounts based on strengths; ensure optimal coverage and expertise.
• Customer Engagement: Conduct executive briefings, quarterly business reviews, and on‑site visits to understand customer challenges and success stories.
• Process & Tool Optimization: Refine CS processes, implement best‑practice frameworks, and leverage technology to scale success.
• Metrics & Accountability: Define, track, and report on KPIs such as NPS, CSAT, churn, and expansion revenue; use data to drive continuous improvement.
• Product Feedback Loop: Capture customer insights and translate them into product roadmap priorities; influence feature development and release planning.
• Compliance & Security: Ensure all customer interactions adhere to federal security, privacy, and compliance standards.
• Travel & On‑Site Presence: Travel within the assigned region to meet customers, partners, and internal stakeholders; occasional overnight stays as required.

Key Success Metrics

• Customer Health Score improvements by 15% year‑over‑year.
• Renewal rate above 95% for all federal accounts.
• Expansion revenue growth of 20% within the first 12 months.
• Net Promoter Score (NPS) increase of at least 10 points.
• Reduction of average time‑to‑resolution for critical incidents by 25%.

Technology Stack & Tools

• Customer Success Platforms: Gainsight, Totango, or similar.
• CRM: Salesforce or equivalent.
• Analytics: Tableau, Power BI, or custom dashboards.
• Collaboration: Slack, Microsoft Teams, Confluence.
• Project Management: Jira, Asana, or equivalent.

Essential Qualifications

• Bachelor’s degree in Business, Computer Science, or related field (or equivalent experience).
• 7–10 years of progressive experience in customer success, experience, or related roles.
• 3–4 years in a managerial capacity, leading high‑performing teams.
• Proven track record of building and scaling customer success functions in a subscription‑based SaaS environment.
• Strong leadership skills with a demonstrated ability to attract, coach, and retain top talent.
• Hands‑on experience in customer engagement, problem solving, and driving outcomes.
• Excellent communication, presentation, and stakeholder management skills.
• Data‑driven mindset with proficiency in using analytics to inform decisions.
• Commitment to diversity, equity, and inclusion in hiring and team culture.
• U.S. Federal experience (e.g., working with government agencies, contractors, or defense organizations) is strongly desired.

Preferred Qualifications

• Advanced degree (MBA, MS) or relevant certifications (e.g., CSPO, CSM).
• Experience influencing product roadmaps based on customer feedback.
• Deep understanding of federal procurement processes, security frameworks, and compliance requirements.
• Track record of successful cross‑functional collaboration in a matrixed organization.
• Experience managing remote or distributed teams.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Obsessed Mindset
• Analytical & Data‑Driven Decision Making
• Change Management & Process Improvement
• Influence & Negotiation
• Adaptability & Resilience
• Technical Acumen (cloud, SaaS, APIs)
• Cross‑Cultural Communication

Career Growth & Learning

At brighthush, your career trajectory is as dynamic as the solutions we deliver. As Director of Customer Experience, you will:

• Lead a high‑impact function that directly influences revenue and customer satisfaction.
• Collaborate with senior leaders across product, engineering, and sales, gaining exposure to strategic decision making.
• Participate in leadership development programs, mentorship, and industry conferences.
• Have the opportunity to transition into broader customer success or product leadership roles.
• Benefit from continuous learning resources, including certifications, workshops, and knowledge sharing sessions.

Work Environment & Culture

brighthush thrives on a culture that values:

• Remote flexibility with a focus on results and collaboration.
• Open communication and transparency across all levels.
• Innovation, experimentation, and a willingness to challenge the status quo.
• Inclusion, belonging, and respect for diverse perspectives.
• Work‑life balance, with generous paid time off, parental leave, and wellness programs.

Compensation & Benefits

The base salary for this role ranges from USD $201,000 to $342,000 per year, commensurate with experience and market conditions. In addition to competitive base pay, the total compensation package may include:

• Sign‑on bonus and performance‑based incentives.
• Restricted stock units (RSUs) and equity participation.
• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and parental leave.
• Professional development budget and tuition reimbursement.
• Wellness stipend, mental health resources, and employee assistance program.
• Flexible work arrangements and remote‑friendly policies.

How to Apply

Ready to lead the next chapter of federal customer success at brighthush? Submit your application through our careers portal and join a team that is redefining the future of cloud technology for the public sector.

We look forward to discovering how your passion, expertise, and vision can help brighthush deliver unparalleled value to our federal customers.